Dreams - Solihull

We knew what we were looking for so didn't need any help however because it was late at night and just before the store closed we felt very rushed and not everything was explained to us for example the £39 delivery charge was not explained. If it had been I would not have ordered the beds as this is an exorbitant amount. When I tried to sort this out I went into the Redditch branch which is my closest branch, however they couldn't help me because I hadn't ordered it fro them. They took my details and said they would get someone from Solihull to call me. No one did. I called customer services but got cut off twice. I then phoned the store myself to be told that Andy, the salesman would phone me on Saturday as he wasn't in until then. This is Thursday, that's not good enough! I was told the manager would call me on Friday. When I had received no call by 11.30 I called the store again. Eventually this has been sorted out and the manager, Noel has done a good job but it has had to be driven by me to get a resolution not you. Clearly not good customer service. hence the rating.

Ordered a non ottoman when he should have ordered an ottoman. Had to pay extra and wait longer for the ottoman to be delivered because they do not hold in stock.

The charge for delivery was not mentioned until after I queried the emailed invoice. I maynot have purchased the mattress until looking for somewhere that delivered free of charge if I had known at the beginning. Shirley

It was our first visit to the store, we were both satisfied with the experience in that we bought, highly satisfied is the wrong question.

Having been seen by one salesman upon entering the store we were pursued by another when it wasn't necessary. The first person had a great approach providing some key information about the colour coding then left us alone.

Have not yet received the bed just yet so upon delivery I can then access the full experience.

Due to either lack of staff or more customers than expected, we were seen by three members of staff who were all serving other customers. To be dealt with by one person would have been better as I found myself asking the same questions to each member of staff. Overall experience was good but surely during sales more staff should be available.

The sales person Andy was fantastic. however his manager wasn't i found him rude and not so helpful. Just one example of this would be when Andy was working out prices he comes up and moves the screen and says thats not for customers use and walks off sounding very annoyed. Shame really as Andy was so good, just the manager didn't seem interested.

Item I was looking at wasn't there in the store for physical experience. Andy tried best he could and did suggest alternates from same supplier to get a feel of the quality though.

Andy was very helpful in explaining the options to me. I was looking for a bed for my spare bedroom so just wanted a basic bed and decent mattress, and I was in a hurry. He didn't try and up sell me to a more expensive base but suggested a better mattress than the standard one.